FAQ's



If you’re unsure of your size, you can compare your measurements to our sizing chart or speak to our stylists via the Live Chat facility in the bottom right hand corner of your page.

We recommend ordering your desired outfit right away to avoid missing out. We may repeat styles that are in exceptionally high demand, however only ever in a limited quantity to maintain exclusivity. We do not repeat sale items. We may receive some items back via returns, which will then be made available online – so keep an eye out!

To enter a discount or credit note code, copy and paste the code into ‘COUPON/VOUCHER CODE’ box during checkout and hit 'APPLY'. Provided that your order complies with the terms of the offer, the discount will then be taken off your order total. The conditions of the code will show once the code has been applied.

A discount code can also be used in conjunction with a credit note. Please email our customer care team to arrange this.

Only one of our discount codes can be used per transaction. However, if you have a credit note from a previous order, this can be used in conjunction with a promotional code. Please contact our customer care team via Live Chat or email for assistance with this.

Unfortunately we cannot enter codes manually after an order has been placed. You’ll have to save it for your next order!

Although you don’t need an account to make a purchase, you will need to create one if you wish to use a promotional code or track your order.

Firstly, check that you have previously created a customer account – not just signed up to our newsletter!

If you’re seeing the ‘invalid login or password’ message, make sure your email and password are correct.

If you still can’t sign in, you can request for a password reminder to be sent – just follow the prompts on the page and enter your account email.

If you’re still having trouble, contact our customer care team at info@eliyathelabel.com.au with screenshots of your issue, and we can sort out your problems ASAP!

As our orders are dispatched quickly, we are unable to cancel or change the details in your order once it has been placed.

Sometimes our emails can wind up in junk or spam folders. Try checking there first and adding us as a contact to avoid this!

You can also check that your order has gone through by logging in and viewing the ‘My Account’ section.



DELIVERY


All of our items are shipped via express post for your convenience! Your order will be dispatched same day if ordered before 2pm AEST on a business day. Otherwise, it will be dispatched within 24 hours of being placed, unless placed over a weekend or on a public holiday - if this is the case, it will be dispatched on the next business day.

Estimated time of delivery for Australian metro areas is 1-2 business days, and 3-5 business days for rural areas.

Estimated time of delivery for New Zealand is 2-4 business days.

Estimated time of delivery for US, Canada, Japan, Hong Kong and China is 2-5 Business days.

For all other location, please visit our Shipping Page

Once your order has been dispatched, you will receive a confirmation email containing a link that you can use to track the progress of your delivery. We will also send you email updates along the way, so you know exactly when to expect it.

Australian Customers: Track your order via the Australia Post website here.

International Customers: You can also track your delivery via the Australia Post website, however once your package reaches your destination country please track via your countries main postal service website for detailed tracking updates.

All orders require a signature upon delivery. In the event that no one is present to sign for the parcel, your order will be redirected to the post office. You may give us authority to leave your package unattended if preferred, however we do not recommend this.

AUSTRALIA: FREE Express Delivery for all Australian orders over $249. Orders under $249 are shipped Express for $8.00.

NEW ZEALAND: Express Delivery for a flat rate of AUD$20.

U.S, CANADA, HONG KONG, CHINA and JAPAN: Express Delivery for a flat rate of AUD$30.

REST OF THE WORLD: Standard Delivery for a flat rate of AUD$30 or Express Delivery for a flat rate of AUD$50.



RETURNS


You can read our full Returns Policy here

You are eligible to return any full priced items for an exchange or store credit. Unfortunately we do not offer refunds unless an item is faulty so please choose carefully.

You can read our full Returns Policy here

We are unable to hold stock for exchanges and we will fulfil your exchange request once the return has reached us and has been processed. If the style you have requested for exchange is unavailable you will be issued with an eBoutique Voucher which will be valid for 12 months.

We are unable to extend your eBoutique voucher if the expiry date has already past. If you require an extension to your eBoutique voucher, please contact customer care one month prior to the expiry to request an extension. We do not extend eBoutique Vouchers more than once and it will be your responsibility to use your available credit before the expiry date. Any unused balance will not be refunded or credited when the voucher expires. eBoutique Vouchers cannot be used towards the cost of delivery at checkout and are only valid to use towards garments and accessories on the Eliya The Label eBoutique.

We are unable to supply return labels to you, therefore all return shipping costs comes at the customers expense. This also includes redelivery of garments being exchanged. ELIYA The Label is not liable for the loss of an item which is being returned, therefore we recommend that you securely package and return the item using registered mail.

We try to get through all returns as soon as they reach our returns depot. Please allow 2-3 business days for us to process your return. If you have not heard from us within 3 business days of your package reaching us, please email us.

If you have provided your return tracking number in our Returns Centre then you will be able to see exactly when your package has reached us. Once a return has been received at our office, we will send you an email confirming that it has arrived. Please allow 2-3 business days to process your return. Orders sent back without a tracking number may take longer to process.

When purchases are made with Afterpay our regular returns policy will apply. Once we have received and approved your return you will be issued with an exchange or eBoutique voucher (not a refund) regardless of whether or not your repayments have commenced or completed. Your Afterpay payment schedule will continue as normal, however you will be able to use the full value of your eBoutique Voucher right away. For sale items or items purchased under promotions that specify no refunds or exchanges, no returns will be accepted so please choose carefully.

If you believe your item is faulty upon delivery, please contact Customer Care at info@eliyathelabel.com.au prior to sending it back.

We cannot accept liability for an item until it is returned and has been confirmed as faulty by our garment technicians.